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September 22nd, 2008

This warning is meant to send a message to would-be petty criminals explaining the prize is never worth the consequence. But, to the retailer, crime does not pay either. When the kid stuffs a DVD in his pants and walks from your store….He is not paying for your merchandise!

In the last few weeks I have spent some time researching shoplifting and the direct impact it has on the retail industry. Retailers, small and large faced with slumping sales due to our current state of economy should probably leave the room before reading any further. 

Retail shoplifting (including employee and vendor theft) costs an estimated $10 billion per year here in the US alone. By contrast, bank robberies net only $25 million, and most bank robbers get caught. It is purely logical to state  when “times are tough” retail shoplifting increases. 

Some anti-theft measures that have been effective in reducing, though not eliminating, shoplifting include: store detectives, exit bag checks, strategically placed mirrors, electronic devices attached to products, locked display cases, closed circuit TV, and more. Simple precautions include maintaining good sight lines from a checkout station to displays of those items most attractive to shoplifters, circulating through the store on a frequent basis greeting customers, and generally being alert to suspicious behaviors.

Do not confront a suspected shoplifter without sufficient cause (check your local laws regarding detaining and charging suspects) and never do it alone – the most pervasive shoplifters are career criminals and should be considered dangerous.

Some retailers feel it’s not even worthwhile having a shoplifter arrested when it’s frequently so difficult to prove an item has actually been intentionally stolen. There’s also the matter of employee time lost in testifying against an accused in court. Moreover, counter-lawsuits against a retailer for false arrest are rife in shoplifting cases.

At the other end of the spectrum, some large retailers enforce a zero-tolerance policy against shoplifting and make it known they will not go easy on shoplifters; they post signs throughout the store, “Shoplifters will be Prosecuted.” 

What loss control measures do you have in place at your retail location?

How much revenue have you lost due to theft?

 

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September 9th, 2008


Some e-retailers have the notion that the absence of brick and mortar anywhere in their operation is reason enough to forgo commercial insurance.

Wrong.

Even in cases where your business consists of a computer in a corner of your bedroom and you store no at-risk inventories of goods, holding commercial insurance is a wise move simply because you do have potential liabilities.

Anyone who sells a good or a service to the public is at risk of being sued for damages. You can be sued for virtually any kind of misstep you might make. For example, if you are selling a doll made in China, you can count on being the target of a lawsuit when inspectors discover lead-based paint on the dolls’ faces, a toxic hazard. You didn’t know it was there, but that’s no defense against litigation and a big dollar judgment against you. Therefore, at minimum, you need product liability insurance for your business. Some retailers even consider it wise to carry umbrella coverage that covers them against a disastrous judgment.

Sellers who do own a brick and mortar establishment need, in addition to product liability coverage, general liability insurance to absorb the costs of such things as accidental falls by customers.

Next, protect your property against damage. If you lease, cover only damages to goods and fixtures you have brought into the building and let the owner cover the structure. However, some retailers who think they are safe by covering loss or damage to their goods and fixtures make the mistake of not thinking about what happens after the disaster. Until the building is rehabbed or you have moved new inventory into a new facility, you have no cash flow. Unless, that is, you have purchased commercial insurance that covers suspended operations.

Other coverages you need to consider depend upon the type of business you run and whether you have employees. There are special policies for franchisers and franchisees, automotive garage operators, restaurant owners, wholesalers, and many other kinds of operations, each of which has its own special risks. Should you have employees, you may want to cover yourself against employee dishonesty; you may also want to, or are legally required to by law, carry workman’s compensation insurance to handle injuries on the job.

Protect what you have worked hard to build by researching Commercial Liability policies, Business Auto and Workers Comp insurance. It is best to find a knowledgeable independent insurance agent who specializes in commercial risk. An independent agent represents several insurance companies, therefor competitive premiums can be offered.

When visiting a local insurance agent be prepared to answer in depth questions about your business including gross sales, projected sales, payroll and your overall business experience. Disclose all information about your business that way your agent can customize a policy to protect your financial future future!

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September 2nd, 2008

What does the term, customer service, mean to you?

Is it just another cost to be deducted from the bottom line?  You can look at it that way or you can consider it a valuable traffic- building tool. Done right, it’s something that keeps the customer satisfied while also making your store a happier place to work.

Customer service is as American as the Fourth of July. The term, “The customer is always right” was invented in the USA. And though that dictum has been tempered to reflect a little more reality, you will find, if you travel the world, that hardly anyone does customer service like the American retailer. In many parts of the globe, it’s still a case of transactions being confrontational and the customer always being wrong.

Customer service means doing things outside the basics of exchanging money for goods and services. It can range from simply greeting each customer with a smile or giving out samples, to hosting a party complete with a band, lavish decorations, and food service, to which all your loyal customers are invited.

One relatively easy thing you can do is eradicate zombie-ism in your operations. Putting one of those automated, menu-driven answering systems on your phone rather than having a real person pick it up during store hours is a sign that zombies have taken over your store. Having your staff greet customers with zombie phrases like  “Did you find everything you were looking for?” (typically without making eye contact) may work the first time, but not the fortieth time the customer has visited. Same goes for “Have a nice day.” Train your staff in how to engage in a real interaction with a customer that could make that customer’s day.

Good customer relations also means not only expecting the occasional complaint, but actually welcoming it. Besides providing valuable feedback that may reveal a systemic problem, a complaint is an opportunity for you to go into action, getting the situation rectified immediately for that customer, and creating great customer relations.

Go out of your way to help the customer and even do something extra to take advantage of your competition’s weaknesses. If a customer buys some hearing aid batteries, offer to replace the old ones. Got a bakery? Supermarkets have to sell boxes of 12 donuts. You can throw an extra donut in the customer’s dozen and keep him coming back.

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August 20th, 2008

Whenever you go into a supermarket or drug store and begin looking over that tub full of DVD’s on sale, you can see that these are generally movie titles that had already done the circuit of theaters, followed by becoming the video rental titles from stores and online. What you may not know is that you’re more than likely looking over merchandise that’s been put there by a rack jobber.

What’s a rack jobber? It’s a wholesaler with a particular niche product who stocks retail outlets with those products but maintains ownership until a sale is made. In essence, those goods are there on consignment. The jobber checks inventory and restocks the shelves on a regular basis. At that time, the retailer pays the wholesaler the wholesale price on the merchandise that has gone out the door, keeping the agreed-upon amount of profit.

What the retailer gets out of this, most importantly, is that he does not pay the wholesale price up front but only after the merchandise is sold. What the wholesaler gets is the ability to maintain what is, in effect, a small retail outlet of his own within a very favorable sales environment , and he does it without having to pay for the real estate taken up by his “store.” He does not have to carry the cost of clerks at his “stores” to process sales; the host retailer provides that.

There is no reason for a store owner or manager to turn you down when you offer to place merchandise free of charge. There is no risk involved for him, therefore it is not hard to get you initial accounts setup. I will caution you in one area and that is shrinkage or theft. Make sure to advise the store owner that he will be invoiced and responsible for those items that are stolen. Theft is an inevitable occurrence when retailing and it will affect your rack jobbing business. 

Multiply your racks over a number of retail outlets, and sales figures will soon mount up – assuming you have a good product suited to rack jobbing and you contract with good host retailers. Once you have a good number of stores setup you will want to service them on a weekly or bi-weekly basis making sure empty displays are filled and slower moving items are replaced with other merchandise. 

Chances are, you’re not going to come up with a new idea for rack jobbing that drug stores or supermarkets haven’t seen; they already handle DVD’s, books, clothing, novelties, and more. But genius ideas for rack jobbing can come from putting two separate ideas together, like dogs and books, for example: Stock books about pets and pet-centered magazines in veterinary offices.

Here are a few more ideas to get you started:

  • Jewelry & watches at hair and nail salons
  • Sell games at liquor stores…Who does not like to play games while drinking?
  • Impulse novelties at convenience stores and gas stations
  • Handbags or purses at apparel stores


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August 10th, 2008

With so many options for starting an online retail or sales site, the best way to get your bearings is simply to examine a few. There are some very small, limited options for a new site. If you just want to accept Paypal or Google Checkout, for example, you could simply dump www.fatfreecart.com into your site, blog, or even Myspace page. It handles the cart and checkout process, and is free. Although you can get a long way on such a solution, limiting yourself to Google Checkout and Paypal will slow your growth. Eventually, you’ll probably need to upgrade to a full-fledged hosted retail solution to accommodate continued expansion of your store.

Shopify (www.shopify.com) is one such solution. They’re based on Ruby on Rails, and several other open source projects. That means that there is an active development community behind the features. New features and improvements are added regularly, and they’re all based on an architecture that is inherently easy to scale. Best yet, they have a trial account option. This allows you to dive in, get a feel for what the store has to offer, and even process a few orders. Once you really get started, of course, you’ll have to upgrade to a real plan, but it’s very handy to be able to bring yourself up to speed without paying a dime.

Shopify’s system allows you to edit the site templates directly through their admin tool or run your site locally to allow you to mess with everything in the safety of your own computer. They have tons of tutorials, documentation and help links throughout their admin panel. They have tools that will help even a non-technical person make quick changes to their site. Want to add the price to the product preview? No problem, they give you the code to put in. Want to add a blog to your site? It takes about ten seconds to add a blog to your site.

In addition, all the templates are designed to have excellent SEO. They’ve already built in the HTML tags you’d want to use and you write in a syntax that’s similar to some blogging tools; you don’t need to know how to program a website at all. The CSS is all designed to make your site fast, reliable and the same across all browsers. You can do custom templates from the ground up, of course, but it’s very easy to start from one of their free templates and go from there.

How does Shopify stack up against Yahoo! Store? It’s a very important comparison, as Yahoo is one of the biggest hosted shopping solutions on the internet.

First, if your site becomes fabulously popular, Shopify’s Enterprise level plans have a lower transaction fee than Yahoo! Store. That can mean tens of thousands of dollars saved per year if you’re doing enough business. The downside is, however, that on a small site, the fees are slightly higher than their Yahoo counterpart.

Second, there’s a major difference in the way the site’s pages are generated. Yahoo’s templates are used to generate static pages. This means that dynamic content like up-to-date stock counts are very difficult to have added to your product pages. Shopify is a true dynamic platform and adding such content is usually one line of copy-and-paste code. Also, Shopify built Google Analytics directly into the platform, and it’s fairly easy to add your own third party widgets until your heart’s content.

Third, the pricing is a little different. Yahoo requires a small set up fee to start a new store. Shopify doesn’t, but as I mentioned has slightly higher transaction fees on small sites.

In general, you’ll find Shopify to be an easy-to-customize option. They have their own quirks that some users will like and others may not. However, their free trial makes it easy to prevent making a premature decision. It’s always nice to be familiar with the operation of your store before you have to pay for it, or before your customers start ordering from you! In either case, you can only make sales if you have a site going and most options are fast to implement. Good luck!

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August 1st, 2008

As a retailer, you work with a lot of manufacturers, and a lot of brands. Each manufacturer has their own brand image and their own ideas on how they’d like to see that brand represented. While their brand might be a useful sales tool, sometimes brands can be more like an ego which needs close attention.

Using the brand/ego analogy sometimes confusing manufacturer behavior becomes far easier to empathize with. Many manufacturers will employ a MAP policy (Minimum Advertised Price) and will often enforce this policy to the extent of terminating your ability purchase and resell their products all together. They [manufacturers] feel their product is worth a certain amount and it frustrates them to see it sold for a lot less by everyone, so they make it a rule. Manufacturers may also have an IMAP policy (Internet Minimum Advertised Price) as web retail stores interact with one another in a much different fashion than geographically separated physical stores.

In addition to MAP and IMAP policies, there are some manufacturers who limit what sales channels they’ll allow a retailer to use. For example, some prefer that you not list their products on Amazon.com. Why? Unlike an ordinary comparison shopping engine (CSE, e.g. Bizrate, Froogle), where the user is redirected to your unique shopping site, Amazon handles the entire transaction. CSE’s could be compared to a mall, where Amazon is more like a garage sale.

A manufacturer may not like seeing their brand and product tossed in with the rest of the junk in the garage, with no respect or individual consideration. Also, while a CSE allows you to sort by price, it usually can sort by store rating as well, helping assure the customer the best purchasing experience possible.

As a web retailer you should understand the above concerns and note some manufacturers will be more sensitive than others. It is important to keep track of the rules you’ve agreed to follow for each of your manufacturers. If you don’t cater to the needs of their brand, then you could easily find yourself cut off! You’ll be searching for replacement products to fill that gap in your offering, and may have hurt your reputation with other manufacturers in the process!

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July 23rd, 2008

 

So you’ve got a website? Be it blog, retail, wholesale, or landing
page, you need to get people to it! Organic search traffic is both
free, and well targeted. These people are out looking for a site
like yours! It’s imperative that they find you.

But what are search engine looking for?

If you shop around with SEO consultants, you’ll find a lot of similarities
with Feng Shui advisors. They’ll tell you to move things around, talking
about how the flow and energy in the room/website work, hand you the bill,
and you’re left crossing your fingers.

While the specifics of how search engines index content are a carefully
guarded secrets, there are a lot of things you can do to avoid making the
most common mistakes! Some basic principles can be applied without an
expensive consultant! Use a handful of free web analysis tools to find
your biggest blunders, and work from there. The best way to find SEO
evaluation and analysis tools is to search for them.

Here are some basics that should not be ignored:

TITLE TAG:Used to define the title of the document. Title tag wording will show up at the top left hand corner of each browser. Take a look at the title of the page you are reading right now. It is important to place your most valued keywords in your title tags. Search engines will typically display your title tags in search results. The title tag is also used as the words to describe your page when someone adds it to their “Favorites” or “Bookmarks” lists.

META TAGS: Sections of HTML code that tell search engines what you’re about. Your Meta tags should be focused and relevant to the content of your site, or you could get penalized.

HEADING TAGS:  With H1, H2, etc. tags, you are
telling search engines what is important about your page. Be sure to
have headings, and make sure they accurately describe what the page is
about.

ALT TAGS: It’s important to realize search engines can’t see images.
Your images should have ALT text, which explains what is in the picture.
ALT tags are also important for screen readers and other accessibility tools.

But how do you know if your SEO is working? After a week or so, do a search for one of your titles (or part of it), with quotes around it. If you see
your web page indexed with a desirable position, your effort was well worth
the time you spent “behind the scenes”.

On a final note, SEO is an ever changing craft. Stay updated with relevant
information found within webmaster forums and discussion groups.

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June 30th, 2008

Shopping with the wife this weekend we found ourselves at Walmart pushing a cart aisle by aisle. While many people are opposed to Walmart’s market share I do find it fascinating that in the face of roughly forty years Walmart has become the worlds largest retailer. I highly recommend reading Sam Walton’s book, “Made in America” as the story of Walmart growth is enough to inspire any entrepreneur.

As we were walking through Walmart shopping for necessities I noticed the tremendous amount of “Private Label” products offered. From Dog food to soda pop the Walmart name is branded on several items in fact through further research I found out that approximately 40% of all items sold in Walmart are private labeled.

What is private labeling?

Private labeling is simply the act of contracting with a manufacturing company to produce your own line of products with your chosen name brand. There are literally hundreds of manufacturers who are willing to produce a single product or complete product line thereby enhancing your business image and strengthening your relationship with your customer base.

Why would you want to private label?

Simply put, There’s no better way to support your store brand than to sell products bearing your store’s name. Your brand can create recognition in your geographic market whether your plans are to market locally, regionally, or nationwide there is a private label solution available.

Some examples of the more popular products which are private labeled include lotions, skin care products, cosmetics, perfumes, jewelry, apparel, home décor, snack foods, candy and coffee.

Here are a few examples of private label manufacturers who deal in small quantities:

Grafton Cosmetics – offers dedicated sales advisors who will walk you through the very necessary steps to guarantee that the development of your brand meets your business goals and your marketing strategies. Grafton Cosmetics offers a total private label solution from graphic label design to product manufacturing. Based in Florida – toll free 800-662-5387

Mister Snacks – offers dozens of snack lines for small to large retail stores, regional distributors, large supermarket chains, cruise lines, colleges, promotional campaigns and everything you can imagine. Let their creative artists help you design the look you want or you can provide your own logo. Based in New York 716-691-1500

Style Source Inc – Private label apparel manufacturer offering dresses, skirts, tanks, wraps, sarongs, pet apparel, maternity apparel and dozens more. Able to provide specific size ratios, labeling, packaging and many other value added services. Based out of North Carolina 910-399-2288

Autocrat – In business since 1895 retailers can develop a partnership with Autocrat’s private label coffee program.. Autocrat offers selling support that is committed to championing your growing business with package design, brochure assistance and growth incentives. Based in Rhode Island 800-288-6272

Nutricap Labs Offers private label solutions for the supplement / vitamin industry which will offer the ability for your business to build brand loyalty among your customers. Superior products at the most competitive prices offering cutting edge label printing and packaging design services. Based in New York 800-494-6154

Companies listed above are a sampling of manufacturers who are ready to produce your products under your business name.

For more information the Wholesale private label industry offers an annual trade show which is coming up August 16-18th in Chicago. More information can be found at the PLMA website or by calling PLMA direct at PLMA 212-972-3131

Private Label Fun Fact - Walmart’s, “Ol Roy” dry dog food is the Nations second best selling behind Purina. “Ol Roy” is exclusively manufactured by Mars, Inc., owner of Pedigree, Sheba and Whiskas pet foods. Ok, maybe not necessarily fun…But interesting-

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June 22nd, 2008

If you have been following my posts here on the WholesaleU Blog and ToptTenWholesale you probably know by now that buying wholesale liquidation merchandise in the form of pallets and truckloads can be very profitable for your retail or auction business.  Buying liquidation merchandise is a great way to source top name brands from some of the largest Big Box retailers.

I want to address the issue of  “Brand Restriction Agreements” for end resellers that must be signed and adhered to prior to purchasing liquidation merchandise. If you are buying wholesale liquidation merchandise with the intent to profit from reselling then you are the “End Reseller”.

When purchasing wholesale liquidation merchandise direct from a department store or a contracted reclamation center you must make sure that you follow any reselling restrictions including brand protection instructions.

Why is this a big deal?

All written contract restrictions share one common theme that you must take very seriously….”End User Returns”.  Lets say you buy a pallet of DVD players and you are able to offer them to your customers at 50% off of original retail. Sounds like a great deal, huh? What happens when your customer buys a DVD player from you at a great price and then attempts to return it to the original store for full retail credit? The store will come back after you with fines and/or a lawsuit for breach of your reselling contract.

You must take all precautions to avoid this from happening. Delabaling and defacing merchandise will protect you as a reseller of liquidation merchandise. If you follow all of the original stores guidelines for reselling there should be very little if any problems with store level returns.

Make sure prior to buying that you carefully read all written requirements making sure that you can fully comply with reselling terms. You will be asked to sign a contract with your merchandise source before a pallet or truckload will be sold to you. This is one area which you should not take lightly.

Some retail stores will not allow you to resell liquidation merchandise within a a certain mile radius of an actual store. For example Kmart liquidation merchandise cannot be sold within a 50 mile radius of an actual store (Kmart). If you live within a large city this could pose a problem as most larger US cities do in fact have a Kmart or Super Kmart.

To give you better idea of what an agreement might look like I am going to list a few of the requirements for reselling liquidation merchandise purchased from the Target Corporation. Target is a large chain department store, which operates stores throughout the United States selling general merchandise, electronics, home decor, apparel, jewelry and in some states grocery items.

Delabeling and Defacing Agreement for Target Salvage Merchandise:

  • All warranty cards to be discarded and destroyed
  • If warranty is included with product information, the warranty section must be removed with exception of sewn in labels
  • All tags of clothing, both Target and licensed brands to be removed with exception of sewn in labels
  • Black out all sewn in labels
  • Discard all hang tags and tags
  • Remove all Target brand products from boxes and packaging from the Target box unless packaging is necessary for the product
  • Black out all UPC codes
  • Black out all reference to the Target name

You can see from just a few of the above requirements that there is work involved in reselling liquidation merchandise. Whether you buy direct from a liquidator or buy from the actual store you must follow all reselling requirements. Again, make sure you fully read and understand all reselling restrictions before buying a pallet or truckload of liquidation merchandise.

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June 7th, 2008

 

Everyone can relate to the seeing a movie and walking away either ready to cry or put on a cape and save the world. Those of you that are old enough to remember the movie “Rocky” with Sylvester Stallone will understand what I am talking about.

Spending money can be a real emotional experience for many people.  When shoppers buy based upon an emotional feeling they will spend more money.

Ok, for fear I am loosing some of you lets look at some examples of emotional spending:

Buying a new car - Taking that test drive…ah that new car smell, the acceleration and the fact that you look very cool in a new ride! Pure emotion. The dealership shark salesperson understands that if you are involved emotionally…a sale will take place. You will hear him say things like, “How did it FEEL driving down the freeway” or “Wait until your friends see you in this ride!”

Buying an engagement ring – This very act has emotion written all over it. The buyer will typically experience FEAR that if a large enough diamond is not purchased the receiver will not feel LOVED. When love is involved, money is never an issue….right?

The above examples are large purchases and may be a bit extreme, but emotional spending occurs with smaller purchases as well. If you have a retail store of any size you should use the power of emotion to increase sales and cash flow.

“Ok, makes sense…how do I implement this emotional marketing in my store?”

I am so glad you asked…

Retail advertising phrases like, “Inventory Reduction” or “Final Markdown” create a sense of urgency and emotion in retail shoppers. Combine this emotional advertising  with products at a great price and watch your sales go through the roof!

 

Large Big-Box retailers will heavily advertise extreme discounts to bring shoppers through the front door. I have been in large department stores and watched the sales staff open new cartons and cases of merchandise that is already marked “clearance”.

Did you catch that? Here it is again…new retail merchandise already marked down before it hits the shelf!  Why? Consumers want  to feel as though they are saving money. Happy shoppers spend more!

I would suggest that you maintain a particular area in your store for Liquidation merchandise…ongoing. People love to save or feel like they are saving money!

I like the phrase: emotional retail marketing…as a retailer you should as well. Appeal to the emotional side of your customer base offering products at unheard of pricing and your average sales ticket per customer will increase.

When ordering inventory plan on ordering merchandise to liquidate as apart of a liquidation promotion. Ask your wholesaler if they are “closing out” any merchandise or better yet find a wholesale liquidation company to start buying from. Bring merchandise into your store with the intent to liquidate it. Wholesale liquidators specializes in selling name brand closeout merchandise at a fraction of the original retail and/or wholesale price!

Sourcing merchandise from a liquidator allows you, the retailer, to stock your clearance shelves with fast selling, low priced merchandise. Make it a habit to buy merchandise on a regular basis and hold “Final Markdown” sales events.

Get emotional!

Your customers will love shopping at your store!

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